Help to Claim Adviser (Universal Credit) - Falkirk Citizens Advice Bureau

Universal Credit is a fundamental part of our social security system and improving the support available to people making a claim is vital. Our Help to Claim service guides people through the claims process - this will include identifying suitability, helping clients to start their claim and providing support to their first payment.

Falkirk Citizens Advice Bureau are looking for someone with knowledge and experience of welfare benefits to join our existing Help to Claim team.

As a Help to Claim Adviser you will provide telephone, web chat and video support for Universal Credit claimants. This will include carrying out benefit checks to ensure that Universal Credit is the best option for the client and supporting them through the application process.

The Help to Claim Service operates on a shift pattern to cover the hours of Monday to Friday 07.45 – 19:00. There will be a requirement to work a varied shift pattern between 07:45 – 19:00 Monday – Friday to cover staff absence, plus during specified holidays, including the Christmas and Easter periods, subject to the needs of the bureau/Forth Valley Help to Claim Consortia.

In order to meet existing rota obligations, this role will fill the following shift pattern:

Tuesday 07.45 – 15.45
Wednesday 09.30 – 16.30
Thursday 09.30 – 16.30
Friday 09.30 – 16.30

The role will be operationally responsible to the Operations Officer at Citizens Advice Scotland, and line managed by the Service Manager at Falkirk Citizens Advice Bureau.